SUMMARY:

Resourceful Technical Project Manager skilled in streamlining operations and maintaining schedules to ensure maximum customer satisfaction and business revenue. Expertise in coordinating diverse teams and resources to complete objectives. Organized and detail - oriented with proactive and hard-working nature.

HIGHLIGHTS:

• Resource planning
• Scheduling
• Requirements gathering
• Process improvements
• Skilled negotiator
• Agile/Scrum
• Confident decision maker
• Proficient communicator
• Collaborative leader

TECHNICAL PROFICIENCIES:

Software: Office 365, MS Dynamics CRM, Visual Studio TFS, MS Test Manager, Visio

Data Visualization: Power BI, Excel

Languages: SQL/ T-SQL, Python

Tools: Visual Studio, MSBI Stack, SQL Sentry, SQL Profiler

Databases: SQL Server 2012/2014/2016

Methodologies: Agile, Scrum, Waterfall

Network: Fiddler, Wireshark, Message Analyzer

PROFESSIONAL EXPERIENCE:

Confidential, Redmond, WA

Technical Program Manager

Responsibilities:

• Provide leadership and expertise to deliver IT programs and initiatives on schedule and within budget
• Plan and administer both projects and overall program, while ensuring deliverables are completed correctly and on-time
• Partner with engineering teams to test privacy fixes
• Monitor privacy assurance analytics and investigate anomalies
• Guide team throughout project life cycles, including setting and controlling project parameters
• Producing detailed project plans, anticipating resource usage and availability
• Develop tools to assist in detection, prevention and analysis of privacy threats
• Understanding the relevant application development, infrastructure and operations implications of developed solutions
• Monitoring, debugging and troubleshooting platform level code such as unit-test
• Analysis of network traffic in relation to privacy compliance
• Continuous integration and scenario driven testing

Confidential, Redmond, WA

Systems Analyst

Responsibilities:

• Develop and manage BI/data solutions for management and leadership teams
• Write SQL queries to extract & analyzing raw data, drawing conclusions & developing recommendations
• Assist team in collecting reporting requirements across stakeholders
• Assist in troubleshooting and escalated critical issues to Engineers, Program Managers and Leadership teams
• Validate & submit bugs during UAT testing
• Created custom database via SSIS for various operational dashboards
• Communicate issue/outages/upgrades status to users base
• Manages cases out of Dynamics CRM instance
• Manage submitted service requests, creates/maintains user account setups, and implementing process and training documentation
• Acts as liaison between end-users, CRM Engineers, SAP Engineers, Solutions Managers, Business owners
• Manage system access and configuration requests across multiple software
• Provide tier 2 process and technical support to worldwide staffing users & partners

Confidential, Redmond, WA

Support Engineer

Responsibilities:

• Manage a broad range of issues and critical situations for Office 365
• Triage issues through impact assessment and initial investigation for Office 365 for small, medium business and universities.
• Manages cases / tickets out of Dynamics CRM instance.
• Write SQL queries to extract & analyzing raw data, drawing conclusions & developing recommendations
• Active role in challenging and suggesting enhancements on existing processes and workflows for Office 365.
• Acted as substantial technical resource for Confidential software products.
• Develop comprehensive problem/resolution/Post-Mortem descriptions.
• Data entry, data auditing, creating data reports & monitoring all data for accuracy.
• Collaborate effectively with my support team and software engineer groups to drive resolution.

Confidential, Redmond, WA

Technical Support Specialist

Responsibilities:

• Perform troubleshooting on all computer hardware and software systems and perform required maintenance on all computer hardware and software and prepare all software packages for all operating systems and evaluate all operations and recommend improvements as per requirement.
• Monitor all employee requests and inquiries and ensure appropriate response to all and monitor all issues and track same for resolution and administer all system hardware and software.
• Manage all hardware and perform required repair and modification as per requirement and install all phone lines to provide technical support.
• Analyze all issues and escalate issues if required to senior management for resolution and assist to set up all equipment.
• Manage all problem tickets for all enterprises and provide subject matter expertise on all network related issues

Confidential, Lynnwood, WA

Help Desk Specialist

Responsibilities:

• Provide onsite and remote technical support with an emphasis on hardware, network and application/software issues
• Document all help desk interactions
• Maintain all knowledge base articles and documentation
• Assist with onboarding of new team members and providers
• Configure/install/update computer, printer equipment
• Train team members on all computer equipment
• Provide technical support for users/client by phone/email/in-person
• Inform management of recurring issues
• Create user accounts on Active Directory
• Aid in creation/updates to IT policies, procedures, and other documentation